Abstract: Techniques for training a call center operator trainee are described. A database contains queries including caller speech providing information to be used in routing a call. Each query is associated with an operator response as well as numerical values produced by analyzing the query and the operator response. A training module presents a query to a trainee and receives the trainee response. The training module compares the trainee response to one or more of the numerical values in the database to determine if the trainee response is consistent with the correct destination for the call. If the trainee response is not consistent with the correct destination, the training module provides guidance to assist the trainee in associating the query with the correct destination.

Abstract: An enterprise network 100 for tracking objects is provided. The network 100 includes: (a) a plurality of subscriber communication devices 134 and 138; (b) a plurality of readers 160, each of the communication devices being in communication with a corresponding reader, wherein each reader is operable to read a set of object identifiers, each object identifier in the set corresponding to an Identification device 168 positioned on a respective object 164; and (c) a location agent 324 operable to determine, from at least one of the sets of object identifiers, a physical location of each object 164 having an object identifier in the at least one of the sets of object identifiers.

Abstract: Techniques and systems for routing and information collection for telephone calls are described. Upon initiation of a revenue generating call, a data management module creates a call interaction record, including a unique call identifier and information generated by an exchange originating the call. Call accounting information such as user identification and billing account information are collected from the user by presenting audible queries from the user and receiving voice responses. The voice responses are matched to stored information, which is stored in the call interaction record. If a voice response does not unambiguously identify the requested information, further queries may be presented to elicit more refined responses or request responses for recording and later playback. Routing information is then collected, again through audible queries and voice responses, and stored. Upon completion of the call, the call interaction record is closed and stored for later retrieval and analysis.

Abstract: The present invention is directed to the measurement of service levels provided by a communication network, including an Internet protocol communication network. In accordance with the present invention, test packets are sent from a first edge router across the communication network to a second edge router. The time required for the test packets to be transmitted across the communication network is then determined, and that time compared to the time specified by the governing service level agreement. A failure of the communication network to deliver test packets as guaranteed may be used as an indication that the service level agreement has been violated. Packet loss and packet jitter may also be measured and compared to levels guaranteed by the service level agreement. The present invention may be used to determine whether the delivery of data packets using requests for expedited service levels is necessary or desirable.

Abstract: A method and system for processing a call when a call recipient is unavailable by using virtual interaction queuing techniques over IP networks are disclosed. The method includes queuing the call in a queue associated with a call center, obtaining a messaging preference of the caller, disconnecting the call, generating at least one IP-based message for the caller according to the caller's messaging preference, and transmitting the at least one IP-based message to the caller over an IP network, so as to begin a virtual interaction between the caller and the call center after the call is disconnected.

Abstract: An interactive display system includes a display such as a cathode ray tube (CRT), for example, and a display controller. The display controller and display operate in concert to display graphical images that are representative of numerical, tabular, data. The display system may be used to edit, for example, to create or modify, the data tables being graphically represented. The edited data tables may be used to simulate processes, such as workflow processes.

Abstract: A noise calculation mechanism is incorporated into a cadence tone detector which upon a miss in either a energy or silence interval allows for retention of those periods corresponding to noise and augments the appropriate energy and silence interval.

Abstract: An apparatus for improving productivity of human reviewers of transcribed documents generated by media conversion systems includes a server/client network of computers, memories and file systems. The server receives and stores voice files created by users of the system. The server is configured for coupling to a speech-to-text media conversion system to receive converted text files of the audio voice files. The server analyzes the converted text files and routes the converted files to the appropriate reviewers according to an adaptive algorithm. The converted files are displayed on the assigned reviewer's screen at the reviewer's workstation. To aid the reviewer in pinpointing potential errors, the workstation displays different segments of the converted files in different colors to reflect different confidence levels of transcription accuracy. Portions of the original voice message that correspond to the potential errors are played back for the reviewer.

Abstract: A wireless security and access device including a housing, a wireless radio receiver embedded in the housing for receiving notification of an arrived message, a processor and memory embedded in the housing for processing and storing the notification, an indicator for displaying the notification of the arrived message and a radio transmitter embedded in the housing for transmitting a preset unique radio signal. The preset unique radio signal from the wireless security and access device is adapted to interface with a receiver of a personal computer, computer networks and peripheral devices, and public or private telecommunication system, preset to receive the unique radio signal.

Abstract: A low energy detector maintains a sorted list that defines to the circuit removing samples from the queue the location and energy of all samples that fall below the predetermined energy level. This allows a circuit removing samples to execute an algorithm that allows samples to be deleted in accordance with a predetermined pattern.

Abstract: The present invention is directed generally to an intelligent endpoint or communication device that can collect available bandwidth-related information metrics and/or perform call admission control functions. The present invention is further directed to an architecture comprising a switch or media server in communication with a plurality of subscriber communication devices in which the subscriber communication devices act as network nodes to collect available bandwidth-related information.

Abstract: A dialer for managing outgoing contacts is provided that includes a contact filtration agent 144 operable to retrieve presence information associated with a party to be contacted and determine, based on the presence information, whether or not to contact the party and, if so, when and where to contact the party.

Abstract: A method and apparatus used for designing printed circuit boards to meet current leakage requirement by determining an approximate model of electric fields based on a structure between two conductors on an outer surface of a printed circuit board; deriving an effective permittivity of the model of the electric fields; calculating a plurality of electric fields using the derived effective permittivity by varying a distance between the two conductors, a thickness of the printed circuit board, and an applied voltage between the two conductors; plotting a graph of the calculated plurality of electric fields; and selecting by using the graph a configuration of the two conductors so as to meet the current leakage requirement. A printed circuit board has a set of conductors on the outer surfaces of the printed circuit board; another set of conductors interior to the printed circuit board; and a solder mask that covers only the set of conductors on the outer surfaces of the printed circuit board.

Abstract: A switching system adjunct (120) monitors a call between a calling and a called party and reestablishes the call when one of the parties has been or is being dropped. The reestablishment may be effected to a same or a different phone number of the dropped party, and may be effected via the same or a different medium (e.g., wired or wireless). The call record of the original call is merged into the call record of the reestablished call, thus preserving the context of entities involved in the call that exists at the time that the party is dropped.

Abstract: A system for monitoring licensing eligibility of a computational component, the computational component being associated with a unique identifier, is provided. The system comprises (i) an input and/or interface 120 operable to receive a request to authorize operation of at least part of the computational component; (ii) a memory, such as licensing database 128, comprising licensing database information associated with the identifier, the information comprising a licensing state indicator; and (iii) an activator, such as remote feature activator 112, operable to (a) authorize operation of the at least part of the computational component when the licensing state indicator has a first state and (b) not authorize operation of the at least part of the computational component when the licensing state indicator has a second state other than the first state.

Abstract: A video telecommunications system 100 for effecting a communication between at least first and second participants including an image alteration agent 358 that (i) removes desired and/or undesired image information 370 and 374 from the acquired image information 362 to form filtered image information 378 and the removed information and (ii) combines the filtered image information 378 and/or the image information 370 and 374 with substitute image information 382 to form composite image information 366; and a video communication infrastructure 304 that transmits the composite image information 366 to a communication device associated with the second participant 120. The composite image information 366 excludes undesired image information 374.

Abstract: The present invention is directed to a network switch that determines when specific content is hot and directs flow to one or more cache servers. The architecture of the present invention can include a cache and a digest generator to store predetermined objects in the cache based on the digest generated by the digest generator.

Abstract: A presence aware communications system, comprising a messaging system configured to perform at least one of the following operations: (a) provide a subscriber's communication device with information regarding an incoming contact during a messaging session between the subscriber's communication device and the messaging system; (b) provide the subscriber's communication device with a text message containing information regarding one or more messages when a notification is received that the subscriber's communication device is available; (c) provide the subscriber's communication device with a text message relating to a voice message from a different first party received by the messaging system; (d) in response to the subscriber's communication device requesting a connection with at least one of an inputted telephone number and address, provide the subscriber's communication device with a notification respecting at least one eligible message from a second party associated with the at least one of an inputted tel

Abstract: A telephony trainer and exerciser allows a user of the telephony system to practice and train using the telephony system and its various features. The telephony trainer and exerciser system provides at least one automated responder, and more preferably, a plurality of automated responders that can be called by the user, thereby allowing the user to practice different operating features of the telephony system. Using a recognizer agent, the automated responders are able to distinguish between commands given by the user and similar statements given by another automated responder. The trainer and exerciser system optionally includes a correlator agent to provide an audio and/or written transcript of the practice session. A coaching feature is also optionally provided to assist a user in operating the trainer and exerciser and/or the telephony system.

Abstract: A user interface (132)—be it graphical (GUI) or telephony (TUI) to an application (120) is defined by stored interface and feature description documents (122,124) written in XML and JavaScript, so that the user interface and changes thereto can be effected without access to source code. Interface description documents define the appearance and the behavior of the user interface toward the user, while feature description documents define the interaction of the user interface with the interfaced-to application, both in conformity with a user-interface object model (310). Stored connector object plug-ins (126) define connector objects for rendering elements of feature description documents, and stored layout object plug-ins (128) define layout objects for rendering elements of interface description documents of one or more interfaces.